The business challenges that led the profiled company to evaluate and ultimately select Cherwell Service Management:
- Used the following ITSM solutions before switching to Cherwell Service Management:
- BMC Service Desk Express
- HelpLine (BadgerNT)
- Primary reasons for replacing the previous ITSM tool with Cherwell Service Management:
- Their previous ITSM solution was difficult to integrate with other applications
- They needed to establish IT self-service
- They needed to implement/improve processes
- Organizational impact of not getting the desired results from the previous ITSM solution:
- Frequent unplanned downtime
- An inability to move at the pace the organization required
- Low IT customer satisfaction
- Low IT employee satisfaction
The key features and functionalities of Cherwell Service Management that the surveyed company uses:
- Chose Cherwell for the following factors:
- Ease of configuration and customization
- Flexible hosting / deployment model
- Relationship and culture
- Customer focus
The surveyed company achieved the following results with Cherwell Service Management:
- Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 20% after using Cherwell Service Management.
- Compared to their previous ITSM solution, the company saved 80% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.
- Since replacing their previous ITSM solution, the company improved IT productivity by 50% after using Cherwell Service Management.